Review Time
Very early in my experience with UrbanSitter, but I ran into a technical issue that was solved accurately and timely by the customer support agent. The agent did not "pass me off" or attempt to rush me along to a quick resolution. She answered each email I had with empathy and thoughtful attempts to fix the issues. No problems with the platform yet, and hoping I don't.
Updated RESPONSE TO URBANSITTER’S REPLY BELOW: It is NOT true that we are allowed to hire babysitters to come to our home. Only ESSENTIAL workers (ie medical staff, grocery or delivery people etc) are allowed to have sitters come to their home. That is a tiny percentage of California’s population. This mandate is still in place today which is May 7th. You’re only continuing to charge our membership fees now because your business is down. But that is unethical since we can’t hire sitters now and haven’t been able to since early March. Very callous response by the way. You show no concern for someone’s health or financial situation during this global pandemic. Only point to your “policies”. I don’t hire sitters to come over even if I could unless I absolutely have to. I don’t want to endanger their lives or ours. We are all sheltering in place and trying to keep our communities healthy and safe. By refusing to refund the fees you charged me unethically and not addressing my concerns at all, showing zero interest in keeping me as a customer, you’ve lost permanently as a customer. We were members for several years. We all want to survive this pandemic but by ripping off your customers, you’re going about it the wrong way. Short term gain, long term loss. ————————————————Why are there suddenly many 5 star reviews posted in the middle of a pandemic and shelter in place?? Are you having all of your friends write fake reviews? I asked for a refund for the last 3 months for monthly fees charged to me when I wasn’t able to hire any sitters legally through our state’s lockdown. Not only did they not refund, they tried to sell me an annual membership at a discount and throw “2 free months” which are an absolute joke because I can’t hire anyone right now anyway. Terrible customer service. We also subscribe to a car wash monthly service and proactively, without my having to ask them, they stopped charging my account in March and won’t resume my subscription until our state opens up again. Now that’s GREAT service. To continue charging membership fees and refuse to refund charges during a pandemic is unethical and truly a ripoff. Terrible way to treat customers. Cancel now before they keep charging you. And go with another competitor when this is over - don’t need to keep paying them for nothing.
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